How are we doing?

Our standards

Type of case Our standard
Retirement 15 working days
Estimate 15 working days
Divorce 15 working days
Transfers and interfunds 15 working days
Death 10 working days
Refund 15 working days
Rejoiners 20 working days
Deferred 40 working days

From April 2018 we've reduced our standard turn around time for the following processes from 20 to 15 working days:

  • retirement
  • estimate
  • divorce
  • transfers and interfunds

Our current performance - 2018 to 2019

Quarter 4

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 67 37 69 0 0 0 173 100
Deferred retirement 61 74 179 0 0 0 314 100
Estimate 111 138 308 0 0 0 557 100
Deferred 106 53 49 98 1497 0 1,803 100
Transfer out 3 0 14 0 0 0 17 100
Transfer in 3 2 2 0 0 0 7 100
Divorce 14 16 65 0 0 0 95 100
Refund 93 148 111 35 0 0 387 100
Death 161 33 18 7 0 0 215 100
Grand total 3,568

Quarter 3

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 62 57 123 0 0 0 242 100
Deferred retirement 51 55 236 0 0 0 342 100
Estimate 67 121 145 0 0 0 333 100
Deferred 57 32 81 109 1853 0 2,132 100
Transfer out 2 0 12 0 0 0 14 100
Transfer in 12 4 7 0 0 0 23 100
Divorce 26 12 73 0 0 0 111 100
Refund 53 230 153 11 0 0 447 100
Death 195 20 4 5 0 0 224 100
Grand total 3,868

Quarter 2

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 129 29 105 0 0 0 326 100
Deferred retirement 59 72 223 0 0 0 354 100
Estimate 39 52 307 0 0 0 398 100
Deferred 46 123 52 49 1,510 0 1,780 100
Transfer out 2 0 19 0 0 0 21 100
Transfer in 50 19 14 0 0 0 83 100
Divorce 9 21 44 2 0 0 76 100
Refund 172 167 18 0 0 0 357  100
Death 188 35 16 11 0 0 250 100
Grand total 3,645

Quarter 1

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 148 51 10 0 0 0 209 100
Deferred retirement 232 153 41 0 0 0 426 100
Estimate 124 181 255 36 0 0 596 100
Deferred 86 198 350 201 226 0 835 100
Transfer out 1 5 65 12 0 0 83 100
Transfer in 42 19 57 8 0 0 126 100
Divorce 12 34 55 8 0 0 109 100
Refund 164 519 256 92 0 0 1,031 100
Death 157 33 18 10 4 0 222 100
Grand total 3,637

2017 to 2018

Quarter 4

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 136 18 13 0 0 0 167 100
Deferred retirement 157 47 3 0 0 0 207 100
Estimate 272 193 76 0 0 0 541 100
Deferred 268 399 754 128 82 0 1,631 100
Transfer out 12 34 112 0 0 0 158 100
Transfer in 64 32 15 0 0 0 111 100
Divorce 7 25 37 0 0 0 69 100
Refund 678 423 201 23 0 0 1,325 100
Rejoiners 78 54 27 60 1 0 220 99.54
Interfunds 26 21 58 0 0 0 105 100
Death 174 34 29 1 2 0 240 98.75
Grand total 4,777

20 day standard for all processes, apart from deferred benefits which have a 40 day standard.

Unfortunately three tasks failed our published SLAs this quarter: two Death case processes and a Rejoiner.

The Rejoiner should have been picked up by a daily report showing what we need to complete each day. As a result, we are now looking at how to amend this report so that this doesn't happen again.

The Death case processes were the result of an internal pending error. We will be giving staff additional training to address this issue.

We always strive to achieve 100% success against our service standards. We will address these dips in performance to improve our customer service.

Quarter 3

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 213 22 1 0 0 0 236 100
Deferred retirement 312 18 0 0 0 0 330 100
Estimate 383 122 29 1 0 0 535 100
Deferred 1,181 762 178 76 668 0 2,865 100
Transfer out 32 67 46 1 0 0 146 100
Transfer in 54 25 16 0 0 0 95 100
Divorce 22 42 34 2 0 0 100 100
Refund 1,142 337 110 21 0 0 1,610 100
Rejoiners 134 48 16 3 0 0 201 100
Interfunds 93 63 22 3 0 0 181 100
Death 136 23 13 0 0 0 172 100
Grand total 6,471

Quarter 2

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 256 31 1 0 0 0 288 100
Deferred retirement 258 67 6 0 0 0 331 100
Estimate 362 94 144 33 0 0 633 100
Deferred 96 44 384 719 1,018 0 2,261 100
Transfer out 77 52 9 2 0 0 140 100
Transfer in 62 34 23 3 0 0 122 100
Divorce 4 22 31 12 0 0 69 100
Refund 631 489 450 121 0 0 1,691 100
Rejoiners 132 57 44 10 0 0 243 100
Interfunds 68 24 15 1 0 0 108 100
Death 162 21 5 4 0 0 192 100
Grand total 6,078

Quarter 1

Type of case Time to complete (days) Total On target?
0 to 5 6 to 10 11 to 15 16 to 20 20 to 40 40 plus
Retirement 246 27 2 0 0 0 275 100
Deferred retirement 398 50 5 1 0 0 454 100
Estimate 380 115 113 27 0 0 635 100
Deferred 133 34 72 339 608 0 1,186 100
Transfer out 54 52 32 2 0 0 140 100
Transfer in 70 29 12 0 0 0 111 100
Divorce 12 41 30 2 0 0 85 100
Refund 463 232 288 131 0 0 1,114 100
Rejoiners 85 33 18 6 0 0 142 100
Interfunds 72 14 25 11 0 0 122 100
Death 182 15 3 0 0 0 200 100
Grand total 4,464

Key process stats

We will publish our statistics every quarter. This enables us to report to you any dips in performance and how we plan to address these.

Our five key processes are:

  • pre-retirement leavers (deferment)
  • estimates
  • refunds
  • retirements
  • deferred retirements

2016 to 2017 presentations

2015 to 2016 presentations